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Explore Actions and Processes

Learning Objectives

After completing this unit, you’ll be able to:

  • List the Loyalty Management quick actions.
  • Describe the components used to automate loyalty processes.

Complete Simple Actions with a Few Clicks

Since Cloud Kicks is rolling out a loyalty program for the first time, Mary is concerned about the amount of time it might take to perform simple steps like adjusting member points or reversing a transaction journal.

Mary explores the Loyalty Management app to figure out some simple ways Cloud Kicks can accomplish everyday tasks.

Quick Actions for Members

Here’s the list of quick actions that users can access on a member record page.

Quick Action Usage

View Member Benefits

View the benefits assigned to the member.

Change Member Tier

Change the member’s tier to either another tier in the same tier group that the member is already a part of or the tier of another tier group.

This action is also available on the Loyalty Program Member list view to change the tier of multiple members.

Adjust Points

Credit or debit non-qualifying or qualifying points from the member’s points balance.

This action is also available on the Loyalty Program Member list view to adjust the points for multiple members.

Issue Voucher

Issue a voucher to the member.

Generate Referral Code

Generate a referral code for a member when they join the loyalty program, or at their request.

Quick Actions for Transaction Journals

Here are the quick actions they can access on a transaction journal record page.

Quick Action Usage

Reverse Transaction

Reverse a transaction journal that is no longer valid due to a member action.

Adjust Points

Adjust the points that have been debited or credited by the transaction journal.

Automate Your Actions

Mary wants to automate a few processes that happen throughout the year or during specific periods, such as issuing a voucher to a member or crediting them with points based on specific criteria.

Linda explores Loyalty Management to understand which processes to set up for Mary. She learns that you need a combination of loyalty components, such as Promotion Setup, Flows, Decision Tables, Batch Management, and Data Processing Engine to run loyalty processes. Let’s discover how the components work.

Promotion Setup

Promotion Setup simplifies and automates loyalty processes, such as crediting and debiting member points, changing member tiers, and adding or updating records. You can define complex business scenarios using rules, which contain conditions and actions. Conditions determine a transaction journal’s eligibility for an action. You can trigger a range of actions depending on the business scenario. Use parameters within conditions and actions to store static and dynamic values.

An example of a rule with an action created in Promotion Setup

Promotion Setup also offers predefined templates for creating processes. These templates contain parameters and rules for transactional and non-transactional tasks like changing member tiers, getting member promotions, and more.

Flows

Flows also help automate business processes. They execute different actions such as reading or writing Salesforce data, displaying information, and executing business logic. Linda can set up conditions and control when a flow makes a specific decision outcome. Salesforce provides several core actions that instruct a flow to execute rules. For a full list of the actions, refer to the Flow Builder Actions for Loyalty Management help documentation.

Data Processing Engine

Data Processing Engine (DPE) allows Salesforce orgs to transform the available data within the org and write back the results to standard or custom objects. Linda can use the out-of-the-box DPE definitions that come with Loyalty Management.

  • Expiration job: The point expiration calculation jobs quantify and expire non-qualifying points for members based on the expiration date on the ledger or the member’s last activity date. Linda runs the activity-based expiration job once a month to email members about the points that are going to expire.
  • Qualifying points reset job: A similar job resets member qualifying points to zero based on the tier model. Linda plans to run this definition once a year on December 31 to expire all the qualifying points accumulated throughout the year.
  • Create partner ledgers and update balances job: This job calculates and updates partner points for prepaid billing or balance amount for postpaid billing. Linda thinks this is useful in understanding partner liability to the program.
  • Partners and products validation job: The job to validate partners and products in transaction journals validates the partners and partner products in Transaction Journal records. Linda plans to use this as part of the accrual process.
  • Roll over escrow points job: This job automates the process of moving members' points in escrow to the members' points balance. Linda doesn’t use this since the program doesn’t hold points in escrow.

For a detailed understanding of the DPE job templates refer to the Data Processing Engine Definitions help page.

Decision Tables

Decision Tables provide outcomes for records or values based on specific business rules. Linda and Mary quickly chalk out a plan to award members with bonus non-qualifying points based on the product purchased, the quantity, and the member’s current tier. The decision table determines the number of points that must be awarded based on the member’s activity. Mary also suggests that the decision table can be used to decide the number of points that must be redeemed for a purchase based on the product purchased and the partner associated with the product.

Batch Management

Batch Management automates the batch processing of high volumes of records through the rules defined in Promotion Setup or Flows. Linda plans to use a Batch Management job to process rewards for engagement activities, for example, social media mentions, app downloads, and completing surveys. Since these transactions are loaded into the system every night, Linda needs to create a batch job to process them. 

Mary feels good about how the loyalty program looks. Based on discussions with Linda, she is also confident that the team can run and maintain the loyalty program efficiently over time. She just has one more question in mind: Until now she was only thinking about setting up the program, now she has to figure out how customers can best visualize the loyalty program.

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